We’re delighted to have retained our Customer Service Excellence Award for the sixth year.
An independent assessor looked at five key areas including our customer insight, the culture of our organisation, information and access, delivery and timeliness and the quality of our services.
The assessments are carried out every three years, with our latest one completed in May this year.
Our assessor was impressed with our performance particularly how we bring forward new ways of working.
He met with staff and heard about how we get feedback from customers, our complaint and performance reporting and how we’re working together to deliver a new service for our customers, from one of our partners.
“This is a really fantastic achievement and on behalf of Centre for Assessment Ltd. I’d like to congratulate everyone at mhs. I was really impressed by the way they constantly bring forward new ways of working and improvements to the services they offer their customers. Everyone that I spoke to had a really positive attitude towards their work and the difference they can make to people’s lives”, said Hugh Keachie, our Assessor for the Customer Service Excellence Standard
We recently launched six new behaviours which are championed across mhs. They’re used in recruitment, appraisals and when we’re deciding on the best approach to solving a problem; whether that be internally or externally, with customers.
“Our success depends on us demonstrating our company behaviours in everything that we do; one of which is about being passionate towards our customers. This award is a great reflection of our hard work and dedication towards our customers, so well done to all at team mhs”, said Andrew Bircher, Assistant Director of Customer and Housing Services
We’ve moved away from traditional housing services to a more agile, flexible structure. Making better use of new technology so the majority of customers can easily access services online – anywhere and at any time – this means we can devote more time to those people who need extra support.
These new ways of working are being recognised by our customers too.
Paula Black has lived in her mhs home for just over eight years. She recently attended one of our customer feedback sessions about our online customer portal, My Account.
Paula uses My Account every week to pay her rent and finds it simple to use.
“The new things you can do through My Account are informative and simplistic. I like that you can easily book appointments, I’ll definitely use it more in the future. I’d recommend My Account to my neighbours and other customers too. Once you've registered it’s really easy to use and helpful to be able to look at rent statements, pay your rent, report repairs and more", said mhs homes resident Paula
Most people manage their tenancy in My Account. You can pay rent, view rent balances, change your details, book a repair, add or remove occupants and more.